COMPLAINTS POLICY

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COMPLAINTS POLICY

CBS views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.

Our policy is:To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
To make sure everyone at CBS knows what to do if a complaint is received
To make sure all/any complaints are investigated fairly and in a timely way
To make sure that complaints are, wherever possible, resolved and that relationships are repaired
To gather information which helps us to improve what we do

Definition of a complaint:A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of CBS.

How to complain:A complaint can be registered verbally, by phone, by email or in writing.

Confidentiality:All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.

Responsibility:Overall responsibility for this policy and its implementation lies with the CEO of CBS, Rachel Bedgood, and is reviewed and/or when required.

Where to complain:Written complaints may be sent to CBS at the registered address or by e-mail to the appointed Account Manager. Verbal complaints may be made by phone or in person to any of the CBS staff.

CBS is committed to resolving matters swiftly and effectively to ensure all customer needs are met and service expectations are exceeded.